Burlington Area Family Practice Center

...where health is a family affair

The physicians and staff at Burlington Area Family Practice Center (BAFPC) are pleased to be your health care providers. We've prepared this patient guide for your convenience. We hope it will answer your questions about who we are, what we do, and our general office policies. If you have questions that are not answered in this guide, please don't hesitate to ask. We recognize good communication is essential to the highest quality health care and we value your input.

About Family Physicians

The medical staff at BAFPC is qualified to provide comprehensive, quality care for you and your family. Each BAFPC physician completed a three-year family practice residency following medical school and is certified by the American Board of Family Practice. Family Practice is one of the few specialties that requires members to pass a recertification exam every six years, in addition to completing 150 hours every three years. Our training is extensive and very broad, allowing us to help you with almost any health care need. We offer a wide spectrum of services including women's health, pediatrics, geriatrics, mental health, minor surgery, and management of acute and chronic illnesses, to name a few. In addition, laboratory and x-ray departments, and an independent on-site pharmacy are conveniently located in our clinic. If consultation with another specialist is indicated, we will arrange the referral, coordinate your care with other health care providers, and request a written report to ensure your medical record is complete. As doctors who care for the whole person, we place a high value on wellness and ask that you work with us to promote your health and reduce your risk of illness. You are encouraged to discuss preventive care such as cholesterol screening, mammography, pap smears, prostate exams, and immunizations with your health care provider.

Appointments

We schedule appointments to help you plan your day and avoid long waits. When you make an appointment, briefly tell the receptionist why you wish to be seen so we can schedule the appropriate amount of time for yor visit. If after seeing the doctor, a follow-up appointment is recommended, please try to schedule the appointment before leaving the office. Our receptionists make every effort to arrange convenient appointments with your family's personal health care provider. If your doctor is not available at the preferred time, you may choose to schedule an appointment with another available provider if you would like. If it is necessary for you to cancel an appointment, please give us a 24-hour notice so we may use that time for someone else. Before coming to the office for lab work, a blood pressure check, allergy shot, or other services, please let us know when you'll be coming so we can have your chart ready and minimize your wait. We leave time open daily for evaluation and treatment of acute illnesses and injuries. If an illness or injury occurs, please don't hesitate to call us. We can help you determine if your problem can best be cared for in the office or requires treatment in the emergency room.

Phone calls regarding appointments, test results, prescription refills, billing questions and other routine matters are handled during regular office hours. We will address emergency calls immediately and make every effort to answer your non-emergency calls the same day. You can help us by leaving phone numbers where you may be reached throughout the day. Many of your calls will be referred from the receptionist to a nurse who is highly trained and may be able to help with your healthcare needs. When your concern requires a doctor's opinion, the nurse will obtain the necessary information from you, consult the doctor, and return your call.

After Hours

If you need to reach a doctor after office hours for urgent medical problems simply call our office at 754-4242 and the answering service will assist you to contact the physician on call. Our phone is answered 24 hours a day - every day, for your family's urgent medical needs. We do appreciate your consideration in avoiding unnecessary after hours calls for routine matters which are best handled during the regular business day when your own physician and your complete medical history is available.

Prescription Refills

Calls for routine prescription refills will be handled during office hours. Please keep track of your medication supplies so you can notify us a few days before running completely out. You can assist us by providing the name of your medication, the dosage, how often it is taken, and the name of your pharmacy when you call. If the doctor has prescribed medication for a designated amount of time, it may be necessary for you to make an appointment to ensure that the medication is working properly, without side effects or complications.

Payment Policy

Payment is normally expected at the time service is received. Following your visit the cashier will request payment for services provided unless other payment arrangements were made in advance. We understand that medical expenses are usually unplanned and sometimes difficult to budget. Please inquire with us if you need assistance with your bill.

Medical Insurance & Pre-Authorization

We file insurance claims directly to Medicare, Wellmark (Blue Shield of Iowa), Iowa Medicaid, and many other commercial insurance plans. Some health plans require prior authorization before they will pay for certain procedures, tests, or hospitalizations. With the exception of Medicare, Wellmark Alliance Select, and Iowa Medicaid, it is usually the covered insured's (your) responsibility to obtain advance authorization for services. Typically your health plan card or benefit guide will indicate if you have any pre-authorization requirements and will list a phone number for you to call to get questions answered or obtain pre-authorizations. If you are scheduled for any hospital-based services other than routine laboratory tests we urge you to inquire with your health plan about coverage and benefits. We will be happy to assist you if we can, but please be aware that you may be responsible for payment of all charges incurred due to failure to obtain advance authorization. There are hundreds of insurances plans...with benefits that change from plan year to plan year. While we strive to be familiar with common insurance plans in our service area, it is our experience that coverage changes often occur without any advance notification to us. When in doubt please play it safe. Confirm your coverage and obtain pre-authorization in advance of your scheduled procedure or hospitalization.